PREO Support Path

ALL USERS

Instructions on requesting PREO Support

If PREO is accessible:
1. Use PREOBot articles to search for a solution
2. Use PREOBot chat to ask questions to Regional Champions
If PREO is not accessible:
1. Email your Regional Champions

PREO CHAMPIONS

Instructions on escalating PREO Support

Search existing articles for answer
Ask other Regional Champions using Teams Channel
Escalate to the relevant Global Admin via Email
1. Global Admins:
  XBS East:
  - Primary: Joe Grubb
  - Backup: Zaid Akel
   
  XBS West:
  - Primary: Diggy Hagos
  - Backup: Renee McNeese

Instructions on escalating PREO Support

Search existing articles for answer
Ask Global Admins
Determine issue type
1. Technical/Bug related
  1. Error message
  2. Calculation error
2. Configuration Issue
  1. Commission Plans
  2. Approval Thresholds
  3. Workflows
  4. Order Types
3. Reporting
  1. Can we create a report to…
4. Best Practices
  1. How do I….
  2. What’s the best way to…
5. Feature Request
  1. Can we…
6. Document Templates
  1. Can we change the output of the SSA/Lease Agreement, etc..
Use PREO Support Escalation path matrix below to determine next steps

Topic	Primary Support	Escalation 1	Escalation 2	Escalation 3	PREOBot Article
New PREO support structure	Regional PREO Champion	PREO Global Admin	N/A
INTERCOM MANAGEMENT (PREOBot)	Regional PREO Champion	Zaid Akel	Renee McNeese		https://app.intercom.com/a/apps/vpyxcegq/articles/articles/9922559/show
Management of PREOBot Articles	Regional PREO Champion	Zaid Akel	Renee McNeese		https://app.intercom.com/a/apps/vpyxcegq/articles/articles/9922559/show
Intercom Reporting	Zaid Akel	Zaid Akel	Renee McNeese		https://app.intercom.com/a/apps/vpyxcegq/articles/articles/9922559/show
DocuSign Setup	Regional PREO Champion	Renee McNeese	TBD	XDX	https://intercom.help/preo/en/articles/8771052-how-to-request-docusign-credentials-from-xerox-it
User Setup/Configuration	Regional PREO Champion	Diggy Hagos	TBD		https://intercom.help/preo/en/articles/8770974-how-to-request-new-preo-user-credentials
					https://intercom.help/preo/en/articles/9368344-manage-user-access-and-navigation-menu
Document Templates	Regional PREO Champion	PREO Global Admin	TBD
Funding Rate (Creating Import File)	Regional PREO Champion	Joe Grubb	TBD	Gregory Schmierer
Funding Rate (Import to PREO)	Regional PREO Champion	Joe Grubb	TBD	Gregory Schmierer
Rep Rates	Regional PREO Champion	Joe Grubb	TBD
Login Issues	Regional PREO Champion	PREO Global Admin	TBD
Feature Requests	Regional PREO Champion	PREO Global Admin	TBD	KINETECH
Best Practices/General Questions	Regional PREO Champion	PREO Global Admin	TBD
Adding Items to Pricebook	Regional PREO Champion	Diggy Hagos	TBD
Service Rates	Regional PREO Champion	Diggy Hagos	TBD
Commission Plan Issue	Regional PREO Champion	Joe Grubb	TBD
System Error	Regional PREO Champion	PREO Global Admin	TBD	KINETECH
Requests for Report/Exports	Regional PREO Champion	Zaid Akel	TBD	KINETECH

SOP - Change Requests

Controls: Roles & Responsibilities for managing PREO settings

How to Request New PREO User Credentials

PREO CPQ Support Structure & Escalation Path

XBS MW: PREO 2024 Support Structure & Escalation Path

Use PREO Support Escalation path matrix below to determine next steps